Free Content Going beyond the buzzword: what exactly is CRM?

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Abstract:

Customer Relationship Management (CRM) is a business strategy for improving profitability by focusing on customer needs and creating an attentive relationship with the customer. It involves a personalized and interactive approach for the entire customer lifecycle. Successful implementation of a CRM approach requires changes in organization structure, culture, and skills, as well as front- and back-office information systems. CRM is a hot topic at the moment, and the marketplace of 'CRM solutions' is rife with confusing jargon, grandiose claims, and marketing hyperbole. This article attempts to explain what CRM actually is (and isn't), and provides some suggestions for how you should approach CRM for your business.

Document Type: Research Article

DOI: http://dx.doi.org/10.1087/095315101750240476

Publication date: July 1, 2001

More about this publication?
  • Editor in Chief: Pippa Smart
    North American Editor: Judy Luther

    Learned Publishing is the journal of the Association of Learned and Professional Society Publishers, published in collaboration with the Society for Scholarly Publishing. The journal is published quarterly in January/April/July/October.

    Learned Publishing articles are available free online to members of ALPSP and SSP.
    ALPSP members: log in to www.alpsp.org. If you do not have a password contact info@alpsp.org
    SSP members: log in to the Member Center using your membership username and password. Further information info@sspnet.org

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